Is telephone support available?

Answer

Your IBM Support team manages support requests from customers around the world using our internal issue management systems. Each support request is assigned a unique number called a Problem Management Request (PMR). The most efficient way to request support from your IBM Support team is by using the Service Request (SR) Tool. Go here to learn how to register for access to the SR Tool.

In the event you must call IBM, please refer to the worldwide directory for local phone numbers. An IBM Call Center representative will take your call and ask for your ICN. They will then validate your support entitlement and once validated, they will ask for your contact information and a description of your problem and the severity of the issue. They will then enter a PMR in the online system which will be routed to our Worldwide support team. A support engineer will contact you within the Service Level Agreement (SLA) associated with the indicated severity of the PMR.